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Journeys are the backbone of the Popscale platform.
See the whole platform →Build the way from knowledge to customer interaction.
A Journey combines the right interactions in the right order for different roles and teams – and follows how capability develops along the way, from knowledge to behavior in real customer interactions.
Example · Master the needs analysis
Audience: customer advisors. Development goal: understand the customer’s goals, obstacles and priorities before recommending a solution.
- 01Episode
- Learn the company's method for needs analysis.
- 02Flashcards
- Review the key questions and concepts.
- 03Coaching
- Do a spoken quiz and practice open questions.
- 04Roleplay
- Meet a customer who gives vague answers unless the right follow-up questions are asked.
- 05Challenge
- Use the method in your next three customer interactions.
- 06Coaching
- Reflect on the outcome and define the next behavior.
One clear customer moment
Build the journey around something that should work better in the customer interaction.
The right mix of activities
Combine knowledge, repetition, dialogue, simulation and real-world application.
Adapted to the audience
Give different roles and teams the training their customer situations actually require.
A Journey starts in the customer interaction.
Not in the course library.
It’s easy to start instructional design with the question: what content do we have? We think a better question is:
What does the employee need to be able to do better when the customer is standing in front of them?
From there you can work backwards. What knowledge is required? Which part needs to be trained separately? What variations does the person need to meet? What should be tested in reality? How should the development be followed up?
The customer interaction defines the goal. The Journey design builds the path there.
Why Journeys.
A collection of exercises is not a development journey.
Giving employees access to content isn’t enough. To create real change, the right knowledge needs to be introduced, trained, used and followed up in a deliberate order.
The wrong activity at the wrong time
An advanced Roleplay doesn't help if the employee doesn't yet understand the product or the method to be used.
The same setup doesn't fit everyone
A new hire, an experienced advisor and a manager can work toward the same customer interaction goal but need completely different training.
Completion is not the same as capability
Opening content or completing activities shows activity. It doesn't automatically show that the knowledge can be used when the customer asks.
Three levels.
Know. Can. Do.
A Journey can be built to take the team through three levels.
Know
The right knowledge needs to exist and be possible to recall.
Can
The employee needs to be able to use the knowledge.
Do
The behavior needs to happen in reality.
Knowledge builds the foundation. Journeys build the shift.
Five building blocks.
For the training itself.
Journeys use the formats that develop the employee.
- Episodes
Understand.
Introduce knowledge in a short, accessible format.
- Flashcards
Review.
Reinforce facts that need to be recalled quickly.
- Coaching
Develop.
Train one well-defined moment, reason, reflect and get feedback.
- Roleplays
Practice.
Meet realistic AI customers and use several skills at once.
- Challenges
Apply.
Move a concrete behavior into the real customer interaction.
A Journey doesn’t need to use every format. It should use the formats the development goal requires.
Assessment happens along the way.
A Journey is not just training content.
Every scored activity simultaneously creates evidence of how the person is developing. Results, attempts, passing levels and Mastery Score show where the individual stands – without a separate test. When many people complete the same Journey, the results also become evidence for how the next version of the journey should be built.
Learning evidence
Continuous signals from training: results, attempts, progression and development over time. Read in Insights, from individual to organization.
Validation
When the purpose calls for a more controlled assessment, feedback, help and the number of attempts can be limited – the same format, clearer conditions.
Studies
When usage can’t answer: ask employees, customers and experts directly and let the answers shape the next Journey.
The format determines how something is carried out. The purpose determines why.
One example, end to end.
More consistent quality in interactions with dissatisfied customers.
The company wants more consistent quality in how employees handle dissatisfied customers.
- 1. Knowledge
- The organization's service principles, processes, escalation rules and relevant examples are gathered as the foundation.
- 2. Episode
- The team understands the principles behind a good service recovery conversation.
- 3. Flashcards
- Key process steps and boundaries are reviewed.
- 4. Coaching
- The employee trains well-defined moments: listen fully, acknowledge, explain the next step.
- 5. Roleplay
- The AI customer is frustrated and reacts to how the conversation is actually handled.
- 6. Challenge
- The employee tests a concrete behavior in a real customer interaction and reflects afterwards.
- 7. Insights
- The leader follows activity, progression and results in the trained moments.
The knowledge is introduced once. The capability is built through several different activities.
The right journey for the right role.
Same goal. Different paths there.
Different employees meet different customers, have different prior knowledge and need different amounts of support. Journeys make it possible to create relevant setups without the whole organization having to follow exactly the same journey.
New hires
More foundational product and method knowledge, clear repetition and several safe practice attempts before the first customer interaction.
Experienced employees
More complex customer situations, unusual objections and training on the moments where the person needs to develop.
Managers and leaders
Training in giving feedback, following up on customer-facing behaviors and helping the team put the company's service or advisory principles into everyday practice.
Different teams and markets
Adapt content, language, products and customer situations to the business, role, country or business area.
A Journey shouldn’t just reflect what the company wants to teach. It should reflect what the role needs to be able to do for the customer.
Designed progression.
Control the journey’s goal, content and pace.
1
Goal and audience
Decide what the journey should achieve and for whom.
- Name and description
- Audience and teams
- Manual or automatic assignment
- Relevant languages and markets
- Draft, active or inactive
2
Structure and pace
Decide the order and how the journey opens up.
- Sections in their own order
- The order of activities within each section
- Section by section, activity by activity or freely
- Unlocking a set number of days after start
3
Activities and requirements
Choose the content and what it takes to move on.
- Episodes, Coaching, Roleplays, Challenges and Flashcards
- A relevant AI customer in a Roleplay
- A passing threshold where the activity supports it
- Progression per activity and section
You decide the customer interaction and the development goal. The Journey design determines how the employee gets there.
For the employee.
Open the app. See the next step.
The employee doesn’t need to search a large content library or decide on their own which exercise matters most. The Journey structure makes development clear and manageable.
A clear direction
The person understands what the journey is about, why it's relevant and which customer moment it's meant to develop.
Short, varied activities
Listen, talk, review, practice and try things in reality without every activity becoming a long course.
Visible progression
See what's completed, what remains and how the journey is moving forward.
Training that connects
Every activity builds on something that was introduced, trained or experienced earlier.
For the leader.
Build the journey. Follow the development.
The leader needs to see whether the training is actually being used and where support needs to be reinforced.
Follow assignment and activity
See which people and teams have started the journey and which activities are being completed.
Spot where progression stalls
Identify sections or activities where many go inactive, need several attempts or don't reach the desired result.
Remind those who are stuck
Send reminders to those who haven't started or have stalled, without contacting each person manually.
Prioritize the next initiative
Update a Journey, create a new activity or follow up with a specific team based on what the results show.
Journey data shows activity, progression and training results. The connection to customer and business outcomes needs to be followed alongside relevant business metrics.
Journeys for real customer interaction needs.
From onboarding to continuous development.
Onboarding
Give new employees a clear path from foundational knowledge to confidence ahead of their first real customer interactions.
Product and campaign launches
Introduce the offer, reinforce the knowledge, train the customer dialogue and let the behavior be used in reality.
Sales and advisory
Develop needs analysis, recommendations, objection handling and next steps.
Service and deviation handling
Train listening, explaining, taking responsibility and finding the right way forward when something doesn't go according to plan.
Member and customer relationships
Develop onboarding, follow-up, retention and other recurring customer moments.
Leadership for customer-facing teams
Train feedback, coaching and follow-up when the goal is better behaviors in the customer interaction.
Continuous development
Build recurring Journeys around new customer needs, offers, ways of working and development areas.
All of Popscale in one journey.
The building blocks – and the layers around them.
Knowledge
Gives the training a reviewed foundation in your products, processes, ways of working and customer situations.
Episodes
Makes the knowledge easy to absorb.
Coaching
Develops well-defined skills and guides reflection.
Roleplays
Simulates real customer interactions with AI customers.
Challenges
Activates behaviors in everyday work.
Flashcards
Reinforces factual knowledge through quick repetition.
Studies
Complements with questions to employees, customers and experts when usage can’t answer.
Assessments
Validates knowledge and capability under more controlled conditions when the purpose requires it.
Insights
Shows activity, progression and what needs to be prioritized next.
Journeys is the training layer that combines the right building blocks for the right customer moment.
Frequently asked questions.
About Popscale Journeys.
What is a Popscale Journey?
A Journey is a coherent development journey with a clear customer interaction goal. It combines different training activities in a pedagogical order for a specific role, audience or business priority.
Is a Journey the same thing as a course?
Not quite. A traditional course often consists mainly of content to be consumed. A Journey can combine knowledge, dialogue, repetition, simulation, real-world assignments and follow-up.
Does a Journey have to use every format?
No. Formats and activities are chosen based on the development goal. A short product launch might require three activities, while a full onboarding journey can contain more.
Can different roles get different Journeys?
Yes. A Journey can be targeted at specific teams and roles so that each group gets the training that's relevant for the customer situations it actually meets.
Can we control the pace at which the journey opens up?
Yes. You choose whether the employee moves section by section, activity by activity or freely between activities. A section can also be unlocked a set number of days after the journey starts.
Can the same content be reused in several Journeys?
Yes. An Episode, Roleplay, Flashcard deck or other content can be used in several journeys when it's relevant for several audiences.
Can activities be used without a Journey?
Yes. Individual activities can be used on their own. Journeys are especially valuable when several activities need to build on each other toward a shared customer interaction goal.
How is progression followed?
You can follow who has been assigned and started the journey, progression through sections and activities, and results from activities that include evaluation.
How do Assessments fit with Journeys?
An Assessment can be used before a Journey to identify gaps, or afterwards to get a new picture of defined knowledge and capability requirements.
How do Studies fit with Journeys?
A Study can help you understand which customer problems, ways of working or development needs should be prioritized before the next Journey is built.
Can a Journey include Flashcards?
Yes. Flashcards work well as supporting repetition between, for example, Episodes, Coaching and Roleplays.
Does the system automatically choose the next activity for each individual?
No. Progression is governed by the order and rules you have set for the journey, not by an individual recommendation engine. The leader can, however, use the results to update the journey or assign new activities.
How quickly can we build a first Journey?
It depends on the scope and how much relevant knowledge already exists. A focused Journey for a product launch or a prioritized customer moment can normally be built considerably faster than a complete onboarding program.
Book a demo.
Which customer moment do you want to develop?
We’ll show you how a Journey works – from the first activity to follow-up. Before we meet, think about which role, which customer interaction or which capability needs to work better in your organization.
Define the goal
What should the employee know, be able to do, or do differently?
Choose the right activities
We’ll show how Episodes, Flashcards, Coaching, Roleplays and Challenges can be combined.
See how development is followed
You get a concrete picture of what the employee sees and which insights the leader can use.